Herewith a few case studies of machine queries, unrealistic requests from customers, unhappy customers, etc. and the subsequent answers and details of each. Hopefully these case studies will go a long way in educating all of us on how to deal with similar situations.
- Case 1: Godrej Espresso machine with temperature setting to 92 degrees and client is in an area more than 1,500m above sea level where water boil at 92 degrees. It does not matter what we do and how many times we test the machine, power, beans, pumps etc. The problem is understanding that the temp should be below 88 degrees with minimum less than 75. The machine is working well, we forgot about altitude. Does the brand make a difference? No, understanding physics does.
- Case 2: Client has a machine with more than 20,000 cups on the clock a Jura F9, and one of our technicians went there four times in a 2 week period so the machine has to go and they want something new…we gave them an old refurbished XS9 and they are happy; Why? the machine is serviced with new blades, new cappuccinatore and looks different. There is NOTHING wrong with the Jura F9, it just needed a descale and a new cappuccinatore. It is the number of great cups produced requiring new components.
- Similar to car break pads, if your brakes don’t work after 40,000km, the car is not broken, just service it and replace the pads and skim the disc..
- Communication to the client is of the highest importance and they need to understand the real issue and do not focus on something wrong, rather something used.
- Do not accept “the machine is not working” it does not mean anything, get to know the real answers and become a consultant to your clients and not just a complainer at our workshops.
- Case 3: 2016 Rooma A9 is giving problems and has made more than 25,000 cups so now client wants a WE8 because it is better and does not give problems, they say. Even the Swiss say a “domestic”machine should do 25 – 30,000 cups and be replaced. Yes, call Schaerer, Jura, etc. in Europe and ask them. I have. Jura standard is at that number to replace the brew unit, grinder assembly etc. at a rough cost of EUR 350. No questions asked.
- The answer is not replacement of the brand, upgrade the machine with an A10 where the cost is a lot lower, capacity is higher, beverages are centrally dispensed, we can service the machines and all of this at a much lower cost.
- There is still the perception that a A10 is lower standard or class or whatever to a Jura WE8 and I really would like to debate that and prove, like I did with my technicians, the truth.
- WE8 at 15,000 cups or more would need cappuccinatore, highly likely a ceramic valve, at least once, pinch valve, and is 5,000 cups from a new grinder or blades (Jura does not offer blades only but an assembly at R2,850) total cost in excess of R5,600
- A10 at 15,000 cups probably needed a little more care and calibration, which can be doen on site and no technicians required, 2 new cappuccinatores at a cost of R175 and the same services as the WE8 but at 50% of the cost. A10 makes hot coffee and milk, WE8 cannot foam milk hot and it has a cup warmer build in.
- A10 can be plumbed in, has bigger waste with less effort, has a removable brewer like a Saeco to clean more regular and causing less issues, it has the same grinder than a Saeco Royal and boilers and flow meter and pump etc.
- Case 4: Customer wants a less than R20,000 machine so we have to make a plan, can we get extra discount for a WE8 with fridge…it is for 60 people or a small restaurant or Service Station
- First things first; Get to know what the warranty consumption numbers for each machine is and educate the client. THAT will win you a deal; A WE8 is rated UP TO 50 cups a day. That means in a 6month period it is 6,500 cups at the MOST so if anything then breaks or client is now unhappy, the warranty expired due to misuse! We also refer to this in our Equipment Warranty page as “normal use”. PLEASE READ THIS PAGE!
- The answer should be based on a plan of action and a forecast, not what is done now; a Jura X8 only good for up to 80 cups per day or a V6 good for 100 cups per day or an Aulika EVO that can produce more than 100 cups per day, all depending on consumption, not what the client wants?
- If you go and buy a washing machine and you want to wash bundles of 8Kg each, a Bosch 5Kg per bundle will not work and the salesman will not sell it to you because it will backfire once you break it
- It is a lot easier to start with the most expensive solution the client can consider with all the bells and whistles and then work down to the final solution. It is extremely difficult to up-sell once you started with a A7 and the client actually wants to sell coffee in a small shop and it will get to 50 cups per day quickly and a V6 would be a MUCH better solution, making 2 cups at a time and can do rooibos cappuccino so it allows for the really busy days and the slower days.
- Case 5: Customer wants a European made machine…
- Most Grinder Motors, Blades and gearboxes, Ulka Pumps, flow meters, valves, most steam and coffee boilers (thermo blocks) just about ALL electronics, ALL plastic parts like brewers, mixer assemblies are made under some license in Singapore, China, Korea or Vietnam
- Queen Brilliance, Godrej, Jura, WMF, Schaerer, Saeco; every single one of these components come from the same manufacturers. There are also Spain, Poland and Portugal making some parts but more steal and more for the Group machines.
- Evoca Group where we buy Saeco from is the biggest coffee machine manufacturing Companyin the world and all the above components are imported from the same places and there factories are in Greece, Poland, Turkey, China, India, Italy and Spain but the BRAND says Italy….for Necta, Saeco, Gaggia, Wittenborgh etc. Same as Jura, WMF etc.
The point I am trying to make is that we are now in a much better place with who manufactures what for us and Konig Coffee are now the importers of Konig, A7, A10, V6 (license) and V8 as well as the Saeco Brands and the Godrej Brands, now even branded Konig. Look at the list of new and some improved machines and look at what we are achieving with the new V8 (yes I am sorry the Chai is not working yet but I am working on that, I just have to get the powder to delay for 0,5 of a second and then it is a go).
We are doing our best to offer the same quality than the rest but at better prices.
We only have one middle man and that is YOU; and at 20 – 30% it gives you all an advantage you do not have anywhere else. Where we miss something, work with me, I have now access to the factories after years of building relationships and I can get things changed. It is more than what we can do with the rest.